MSOM 631 - Product and Service Quality Management

(3 hours) This course examines the critically important field of quality management and how it relates to operations management. The major areas of study are the history, philosophy, concepts, tools, and techniques associated with quality management. Specific topics of examination include total quality management, quality culture, customer satisfaction, employee empowerment, teamwork, ISO 9000, problem solving, quality function deployment, statistical process control, continuous improvement, benchmarking, and lean manufacturing. The course combines theory and application to provide an up-to-date, practical learning opportunity that focuses on the needs of modern managers and professionals in an age of global competition and rapid technological change. Character and operational excellence principles related to management activities are also explored and applied.